CX Journey

FEBRUARY 27, 2019

I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Here's what happens and why the work is never done: Expectations change. Customers change.

Metrics 35

Metrics 2008 NPS Financial 35

CX Journey

FEBRUARY 27, 2019

I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Here's what happens and why the work is never done: Expectations change. Customers change.

Metrics 32

Metrics 2008 NPS Financial 32

SurveySensum

MARCH 14, 2024

After working in the CX industry for over 10 years, this much is clear to me – customer satisfaction is THE MOST important pillarstone of your business. And the key to improving it is by understanding your customers and listening to their voices via customer satisfaction surveys. ” 2.

Customer Satisfaction 52

Customer Satisfaction Banking Insurance Feedback 52

Daniel Group

SEPTEMBER 1, 2019

I’ve heard this question a lot from companies who measure customer loyalty using a 1-10 rating scale. A number of popular customer loyalty measurement systems sort customers into loyalty buckets based on their answers to a 1-10 rating question, and an 8 often falls into a middle-of-the-road “ meh ” bucket.

Loyalty 53

Loyalty Net Promoter Score NPS Customers 53

Kitewheel

AUGUST 14, 2020

Poor customer experience can cause lost revenue, reputation, and even future poor experiences. To succeed, businesses need to measure, decide, and act on the experience for every customer. How to Measure Customer Experience . Surveys and NPS. Identify Sources of Churn .

Net Promoter Score 52

Net Promoter Score Customer Experience Social Media Customer Satisfaction 52

CSM Practice

AUGUST 26, 2019

[Irit] What are the most asked for measurements? Paul] I will answer this question by first stating my mission statement: to measure and deliver a return of investment (ROI) to my internal and external business partners. Measurements are interesting. I believe that the core measures are what your CS team is doing.

Customer Success 49

Customer Success Net Promoter Score ROI Measurement 49

Chattermill

MAY 12, 2019

Through these interviews, Michelli came away with a set of fundamental principles, such as the importance of understanding the customers’ changing expectations, developing a training program centered around CX and a consistent experience across hotels, and empowering employees. looks at NPS through an updated lens.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56